Configure Field Service Management

Configure Field Service Management

Configure Field Service Management

Field Service Management defaults
to the request-driven method for handling work order tasks. Administrators in the global
domain can set configurations to determine how Field Service Management handles daily
operations.

About this task

Administrators in the global domain can set Field Service Management
configurations to:

Include or exclude portions of the request process. For example, you can require
a work order to be approved before continuing to the next stage.

Automatically assign tasks using SM Auto-Assignment, a custom-defined workflow,
or leave it up to dispatchers to manually assign tasks.

Track agent travel time.

Procedure

Navigate to Field Service > Administration > Configuration.

Note: Administrators in domains lower than the global domain can view the
Field Service Configuration screen but cannot modify the
settings.

The options on the Field Service Configuration screen are arranged in a
multiple-tabbed layout, as follows:

The Business Process tab
contains options for setting up the request life cycle, creating catalogs and requests,
and configuring notifications.

The Assignment tab contains
options for setting up manual and auto-assignment.

Note: The Field Service Configuration screen contains many configuration
options. An option is enabled when the switch appears green and is toggled
to the right. All configuration options listed in the
Dependency must be enabled in order for the
option to be displayed.

Table 1. Field Service Configuration screen - Business Process tab

Field

Description

Dependency

Lifecycle

Process life cycle

Select request driven (subtasks are optional) if you do
not want to require tasks to fulfill requests. When the request life cycle is request
driven, requests can be directly assigned to users in an assignment group. Users can
still add tasks to requests. However, closing all tasks does not automatically close
the request.

Note: If the Enable state flows option is not
selected, the process life cycle becomes request-driven and
this field is not displayed.

Enable state flows is turned on.

Approval for new request required

When disabled, all requests in the Awaiting Approval state
are automatically approved.

Enable state flows is turned on.

Qualification is required for new requests

Enable to require work orders to be qualified before moving to the next state.

If this option is not enabled, any work orders in the Awaiting
Qualification state are automatically qualified.

Enable state flows is turned on.

Process life cycle: task driven (subtasks are
optional)

Agent must accept or reject the assigned task

Enable to require the assigned agent to accept or reject the task.

Enable state flows is turned on.

Track agent travel time

Enable to use time cards for agent travel for a task.

Work notes are required to close or cancel a request or task

Enable if work notes are required when closing, completing, or canceling requests
and tasks. If it is disabled, work notes are not needed when closing, completing, or
canceling.

Copy task work notes to request

Enable to synchronize task work notes with the work notes on the order or
request. When work notes are added in the task, the same work notes appear in the
order or request.

Enable state flows is turned on.

Catalog and Request
Creation

Create or update requests by inbound email.

Enable this option to allow inbound email messages to create or update requests.
This option must be enabled to allow requests to be marked as spam.

Requests are created using

Select catalog or regular form to install the catalog and
enable automatic publishing of request templates to the catalog.

Select
regular form only to uninstall the catalog and disable
automatic publishing of request templates to the catalog.

Templates create a dedicated catalog item

Enable this option to allow automatic publishing of catalog items for the
application.

Notification

Send a notification when a field changes for a task or request.

Configure notifications to be sent to specific recipients when selected fields in
requests and/or tasks change.

From Table, select Request or
Task.

From Field, select the field to use for generating
notifications. When a change is made to the selected field, a notification is sent
to the recipients identified.

From Recipients, select one or more recipients

If a specific user or a specific
group, is selected, the user is prompted to select a user or
group.

To define more notifications using other fields or recipients, repeat the steps
on the next line.

To remove a notification, click the symbol to the right of the notification.

Click the Assignment tab and fill in the fields.

Table 2. Field Service Configuration screen - Assignment tab

Field

Description

Dependency

Assignment method for tasks

Select one of the following task assignment
options:

Select using
auto-assignment to automatically
assign work order tasks to field service agents.

Select using a workflow
to assign work order tasks using a custom-designed
workflow.

Select manually to allow
dispatchers to manually assign work order tasks.

Select using dynamic
scheduling to use the dynamic
scheduling feature.

Assign requests or tasks based on assignment group coverage areas

Enable this option to limit the selection of groups from the Dispatch
group and Assignment group fields to groups that
cover the location of the task.

Use dispatch queue

Enable this option to use the dispatch group for manual assignment.

Enable state flows is turned on.

Process life cycle: Life cycle is task driven

Scheduling

Use agent or task scheduling

Enable this option to allow agent auto-assignment and agent
auto-selection.

Assignment method for tasks is set to using a
workflow.

Auto-selection of agents will consider time zone for tasks

Enable this option to consider the time zone of the agent when assigning a
task.

Enable state flows is turned on.

Enable priority assignment

Enable this option to use priority assignment for auto-assigning
agents.

Enable state flows is turned on.

Process life cycle: Life cycle is task driven

Auto-selection of agents will consider agent or task
schedules

Note: The Process life cycle option is not available in all
service management applications.

Additional
Factors

Auto-selection of agents will consider location of agents

Enable this option to use the agent and location when determining who to assign
the task to. Agents closer to the task location receive
preference.

Enable state flows is turned on.

If using Process life cycle: Life cycle is task driven,
then

Assignment method for tasks: using auto-assignment

If using Process life cycle: Life cycle is request
driven, then

Assignment method for requests: using auto-assignment

Auto-selection of agents for tasks requires them to have
skills

This option determines the degree to which skills must be matched to a task when
determining auto-assignment.

Select all to require that an assigned agent has all the
skills to perform the task. An agent who lacks one skill is eliminated.

Select some if you want agents who have most of the
skills to perform the task.

Select none if you want to auto-assign agents without
considering skills.

Enable state flows is turned on.

If using Process life cycle: Life cycle is task driven,
then

Assignment method for tasks: using auto-assignment

If using Process life cycle: Life cycle is request
driven, then

Assignment method for requests: using auto-assignment

Click the Add-ons tab and fill in the fields.

Table 3. Field Service Configuration screen - Add-ons tab

Field

Description

Dependency

Part Requirements

Part requirements are needed by agents

Enable this option to require agents to specify parts for the task.

Select models

Click add and select the part model to be used for this
task. Click more to select more part models.

Part requirements are needed by agents

Documentation

Enable a dedicated knowledge base

Enable this option to install the knowledge base for the application.

Enable managed documents

Enable this option to add a related list to managed documents.

Enable task activities

Enable this option to log the task interactions and communications, such as phone
calls and email messages.

Associated Task
Tables

Select associated tables

Click Add to select more tables.

Maps

Enable maps

Enable this option to use maps.

Signature Capture and PDF Order
Summary

Signature Capture

Enable this option to include the name and electronic
signature of the customer in the PDF work order
summary.

PDF Order Summary

Enable this option to create a PDF summary for a work
order that includes completed tasks, parts used and
returned, incidental expenses, and the time required to
complete the work.

Click Save.

Warning: If you clicked the Enable state
flows option to disable it, a confirmation box appears,
along with a link to documentation that explains the consequences of
disabling state flows. It is highly recommended that you read the
documentation before proceeding. The action of disabling service management
state flows cannot be reversed.